1858 results
Filter by
How we helped with a complaint following a vehicle purchase scam
Decisions and case studies / Case studies
Duncan contacted us following a vehicle purchase scam. When the vehicle he’d bought didn’t arrive, Duncan was worried he’d been the victim of a scam so reported the matter to his bank. Unhappy with how the bank responded, he contacted us.
Published 07/09/2022 Last updated 14/07/2025
How we helped with a complaint about a “safe account” scam
Decisions and case studies / Case studies
Lily agreed to move £9,225 of her money to account details provided by a fraudster who had called her pretending to be her bank. Lily’s bank had said she should have carried out more checks on the caller. Find out what happened when she contacted us about her complaint and what we said.
Published 07/09/2022 Last updated 14/07/2025
My dad is being chased by a debt collector and we don’t know what to do
Decisions and case studies / Case studies
Jon's dad was repeatedly contacted by a debt collector, which was causing him distress as he couldn’t afford the payments they were asking for.
Published 02/11/2022 Last updated 11/07/2025
A consumer says options were not explained when she wanted to exit a hire purchase agreement early because of financial difficulties
Decisions and case studies / Case studies
Judith's financial circumstances had changed, which meant that she was no longer able to make the payments on a hire purchase agreement.
Published 02/11/2022 Last updated 14/07/2025
Josie complains she can’t bank or shop online without a mobile
Decisions and case studies / Case studies
Josie's bank introduced checks to protect customers from fraud, which required a mobile phone to verify passcodes when shopping online or banking. She felt her bank had discriminated against her because she did not have a mobile phone due to her disability.
Published 15/05/2023 Last updated 11/07/2025
Insurer refers customer to credit hire when it wasn’t suitable
Decisions and case studies / Case studies
Paul complains his insurer referred him to a credit hire service when it wasn’t appropriate to.
Published 27/06/2023 Last updated 11/07/2025
Consumer complains about poor repairs carried out under a credit repair agreement
Decisions and case studies / Case studies
John’s broker referred him to an Accident Management Company (AMC) to repair the damages on his family car. He wasn’t happy with the repairs and that he was referred to an AMC.
Published 27/06/2023 Last updated 11/07/2025
Following a theft, Ellis claimed on his business protection insurance
Decisions and case studies / Case studies
Electrical equipment disappeared from a construction site, although it seemed too heavy to move. But had Ellis done enough to reduce the risk of loss?
Published 30/04/2024 Last updated 11/07/2025
Maureen felt pressured into buying life assurance while grieving
Decisions and case studies / Case studies
Maureen took out two life policies just after her husband passed away, when she didn’t feel ready to make financial decisions.
Published 28/04/2025 Last updated 11/07/2025
The lender sold Helen's property to clear her buy-to-let mortgage debt
Decisions and case studies / Case studies
But after two auctions and several buyers dropping out, the property was sold for less than Helen thought it was worth.
Published 11/07/2025 Last updated 11/07/2025
